Date Posted: 2/10/2020Apply Now
The Help Desk Analyst is responsible for effective processing of inbound network trouble requests; these may come in via telephone, email or walkup. This individual should be able to recognize urgency and deal with the requests appropriately. This individual ensures that Desktop/Laptop hardware, operating systems, software systems, and related procedures adhere to organizational values.
This individual is accountable for providing 1st level support for the following systems: basic Network functions, Client workstations, wireless networks, cellular phones, cellular internet access, VPN connectivity and remote access.
Help Desk Support and Requirements:
? Answer all incoming requests regardless of origin in a time sensitive manner, act on these requests based on priority
? Image Desktops, Laptops, Tablets via Altiris
? Contribute to and maintain system standards
? Research and recommend innovative, and where possible automated approaches for Help Desk
tasks. Identify approaches that leverage our resources and provide economies of scale.
? Provide 1st level support including troubleshooting and diagnostics to our internal customers
? Work assigned support tickets
? Escalate calls/tickets in a timely manner to the Technical Lead/IT Manager
? Complete scheduled and unscheduled tasks as assigned by the Technical Lead/IT Manager
? Meet defined SLAs
? Perform other job-related duties and work on special projects as required.
? Maintain a positive attitude and portray that in every encounter.
Maintenance - Under Supervision:
? Maintain operational, configuration, or other procedures.
? Perform ongoing performance tuning, hardware upgrades, and resource optimization as
required. Configure CPU, memory, and disk partitions as required.
? 1 to 2 years Help Desk experience.
? Interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people; regularly provide advice and recommend actions involving rather complex issues.
Working Conditions /Physical Effort:
? 75% of the day seated, 25% of the day walking
? Ability to carry 25lbs
? No regular travel required
We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Thank you for applying to the Help Desk Analyst position. Your job application has been routed to the appropriate branch for consideration. Please make note of your Password, as you will need this if you are selected to move forward in the process. Your email address will most likely serve as your username.